IT Services Support Specialist, IT Services Global Service Desk (GSD)

About

Description

Amazon's IT Services Support team is the first point of contact for technical support requests from Amazon employees globally. As an IT Services Support Specialist, you will be responsible for providing timely and accurate technical assistance via chat, calls, and tickets. This is a remote-by-design position, but employees must reside within commuting distance of Cape Town to attend occasional meetings. The role requires adaptability, productivity, and a strong focus on customer satisfaction while managing multiple support conversations and technical cases.

Responsibilities

• Provide technical support to Amazon corporate employees across the globe
• Respond to inquiries via chat, phone, and ticketing systems in a timely manner
• Diagnose and resolve end-user issues; test fixes and ensure resolution
• Maintain detailed, accurate call logs
• Follow SOPs and leverage knowledge management systems effectively
• Manage 15–25 active support tickets concurrently
• Stay current on support policies to provide accurate technical solutions
• Assist in triaging and escalating system or network outages

Qualifications

• Experience supporting Windows, Mac, and/or Linux operating systems in a corporate environment
• Proficient in troubleshooting complex, integrated IT systems
• Experience with network troubleshooting
• Experience supporting hardware like zebra thermal printers, thin clients, PCs, scanners, and handheld devices
• Certifications such as CompTIA A+, Network+, CCNA, Redhat Linux, AWS, or relevant Microsoft certifications
• Experience in fast-paced, high-volume IT support environments

Application instructions:

• To apply, simply click the apply button.